We have pulled together a useful guide for Relatives with everything you need to know about our approach to caring through COVID-19. Click here to download the guide.

     Relative Communication

If you are a Relative please click this link to verify your contact details to receive regular HC-One commmunications



The health, safety and wellbeing of our Residents and Colleagues is always our top priority. HC-One has always had robust policies in place to both prepare for and prevent the spread of any infection, and we are employing these policies to deal with coronavirus. We are also listening carefully to, and responding to, Government guidance.

This page details the latest advice from HC-One about the steps we are taking at our homes. This information is intended for HC-One Residents, Colleagues, and any visitors to our homes only.
For comprehensive information about the coronavirus itself, please visit either the Gov.UK or NHS websites, or if you are concerned you or someone you are in contact with has coronavirus call 111.

Visiting a HC-One care home

For HC-One, the health and safety of our Residents and Colleagues is our top priority. As such, we have restricted non-essential visits to our care homes until further notice.

We have not taken this decision lightly, but we know our visitors, including relatives and loved ones, would want us to do everything possible to keep the Residents in our care safe and well.

Government guidance on social distancing also advises people aged 70 or older to be particularly stringent in following social distancing measures

We believe that restricting non-essential visits, including routine visits from loved ones, is the best thing that we can do to safeguard the health of our Residents and Colleagues during this time. We have also stopped all visits from individuals such as professionals and contractors carrying out nonessential work, entertainers and hairdressers.

We will only be able to allow visits under emergency circumstances, and these must be agreed with the Home Manager.

Phone numbers for all homes are listed on the individual home pages here. Alternatively, you can call the HC-One Careline Team on 0333 999 8699.

If an essential visit is granted, we ask that a number of steps are taken to limit any potential risk – these are outlined in the next section.

Please do not attempt to arrange a visit to an HC-One home for any reason if you currently feel unwell, particularly if you have a cough, a fever or high-temperature, or have shortness of breath, if you have been in contact with someone who may have coronavirus, or if you are currently self-isolating.

We fully recognise the benefit to our Residents of receiving a visit from a loved one and will constantly review this position in light of further Government guidance and the fast-moving situation.

To support our Residents and Relatives to stay connected during this time, we have equipped all our care homes with tablets that can be used for video calls. We know this will not compare to an in-person visit, but the health and safety of our Residents is paramount. In addition, please be assured that we will continue to contact relatives directly to provide updates on their loved one’s health and care.

How to safely visit a HC-One care home

If you need to make an essential visit to a HC-One care home, it is important that you do so safely and in a way that minimises the risk of infection to our Residents and Colleagues. Therefore, before visiting and whilst on site, please consider the following:

•    Hand washing. It is important that you wash your hands thoroughly before you visit the care home, and regularly whilst you are at the home. Please make sure you wash your hands for a minimum of 20 seconds, using either hot water and soap or 60% alcohol sanitiser gel. The NHS has a video guide to effective handwashing here. Additional hand washing stations have been set up at our homes to help visitors wash their hands regularly. 
•    Coughs and sneezes. We understand there are many reasons why someone may cough or sneeze. However, whilst visiting a HC-One care home please make sure you have a tissue on you at all times so that you can catch a cough or sneeze. Please then immediately dispose of the tissue in the bin. Remember – Catch it. Bin it. Kill it.

Day Care

Due to the current coronavirus outbreak, HC-One has also taken the decision to temporarily close the small number of Day Care services we run at our care homes with effect from Monday 23rd March.

As with our decision to restrict visits to our homes, this decision was taken as part of us doing everything we can to protect the health and safety of all the people we care for, including our Day Care service users, and our Colleagues, and in accordance with Government guidance advising people aged 70 or older to be particularly stringent in following social distancing measures.

We have informed all of our current Day Care Service Users and provided information to support decisions about alternative care arrangements at this time.

Protecting our Residents and Colleagues

Please be assured that HC-One is treating this matter with the utmost seriousness and comprehensive contingency plans are in place in the event of a coronavirus outbreak at a home.
In response to the growing UK coronavirus outbreak we have created a dedicated steering group. Led by our Clinical Director, this group comprises senior leaders from across the business who meet regularly to review and further develop our plans, reflecting the evolving situation.
The steering group has already taken action, including working to secure the medical supplies we may need in the event of an outbreak in a home, and developing and implementing the policies and protocols needed to make sure HC-One homes can continue to provide high-quality, kind care during this time.

All Home Managers and Colleagues have been informed of the steps we are taking and how they can help prevent the spread of infection. This includes establishing hand washing stations in the reception areas of all homes, installing additional prominent signage about handwashing, and completing the infection control training modules through our digital learning platform.


We are continuing to admit new Residents, where possible and appropriate, to help ease the pressure on the local NHS and the wider system. We will do all we can to help the local health and social care system and the people who need care at this time. Please note that our admissions process has been adapted to reflect the current situation. For more information or if you would like to make an enquiry, please contact the HC-One Careline Team on 0333 999 8699.


We are actively recruiting for thousands of roles at our care homes across the UK, from carers to wellbeing coordinators, from chefs and kitchen porters to administrators. We are looking for kind and caring people to join our team of Key Workers, make a difference and support some of society’s most vulnerable people during these unprecedented times. For more information about vacancies near you, and to apply, please visit: https://recruitment.hc-one.co.uk/

Further Information

For anyone connected to a HC-One home who has further questions about our response to the coronavirus, please call the Home Manager at your local home. Phone numbers for all homes are listed on the individual home pages here. Alternatively, you can call the HC-One Careline Team on 0333 999 8699.

For comprehensive information about the coronavirus itself, or if you are concerned you or someone you are in contact with has coronavirus, please visit either the Gov.UK or NHS websites.